We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121876 results
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Decision Reference DRN-5553646
12 May 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5553646 The complaint Mr G complains that Tesco Personal Finance Limited trading as Tesco Bank lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set ou... (3 pages)View decision -
Decision Reference DRN-5541266
12 May 2025 Marshmallow Insurance Limited UpheldInsuranceDRN-5541266 The complaint Mr W has complained that Marshmallow Insurance Limited cancelled his motor insurance policy. What happened The background to this complaint is well known to the parties. In summary Marshmallow cancelled Mr W’s insurance policy and declined his claim when he no... (3 pages)View decision -
Decision Reference DRN-5543248
12 May 2025 Santander UK Plc UpheldMortgagesDRN-5543248 The complaint Mr A complains that Santander incorrectly applied a fixed-interest rate product to his mortgage account instead of the base rate tracker product he had applied for and accepted. What happened Mr A approached a broker (Broker 1) to arrange a remortgage on his ex... (6 pages)View decision -
Decision Reference DRN-5553186
12 May 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5553186 The complaint Mr K complains that Vanquis Bank Limited lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I s... (4 pages)View decision -
Decision Reference DRN-5465810
12 May 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5465810 The complaint Mr B complains that Zopa Bank Limited sold a disputed debt to a third party debt collection agency (DCA) resulting in inaccurate adverse information on his credit file. What happened On 19 August 2019, Mr B took out a two-year £6,000 loan from Zopa, for which ... (3 pages)View decision -
Decision Reference DRN-5500721
12 May 2025 esure Insurance Limited UpheldInsuranceDRN-5500721 The complaint Miss O is unhappy with the way esure Insurance Limited (“esure”) handled her claim for a damaged bath. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the key events. Miss O had buildings and con... (4 pages)View decision -
Decision Reference DRN-5537071
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5537071 The complaint Mr S complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost after he fell victim to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in... (8 pages)View decision -
Decision Reference DRN-5524170
12 May 2025 Michael John Rice UpheldPensions and AnnuitiesDRN-5524170 The complaint Mrs J complains that advice given by Michael John Rice, trading as MJR Financial Services (MJR), to transfer her existing pension was unsuitable and has caused her financial loss. What happened I issued a provisional decision on 17 April 2025. I set out what ha... (12 pages)View decision -
Decision Reference DRN-5524164
12 May 2025 Michael John Rice UpheldPensions and AnnuitiesDRN-5524164 The complaint Mr J complains that advice given by Michael John Rice, trading as MJR Financial Services (MJR), to transfer his existing pensions was unsuitable and has caused him financial loss. What happened I issued a provisional decision on 17 April 2025. I set out what ha... (13 pages)View decision -
Decision Reference DRN-5547947
12 May 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5547947 The complaint Ms L complains that J.P. Morgan Europe Limited trading as Chase hasn’t reimbursed the money she’s lost to a scam. What happened Ms L received a call from a withheld number, from a scammer impersonating Chase. The scammer knew some of her personal details and in... (6 pages)View decision
